Director, Client Services

Role Overview

The Director of Client Services is a senior player-coach who leads account management professionals across a portfolio of mid-market employer groups, TPAs, coalitions, and health systems. This person is accountable for keeping clients, strengthening relationships, and driving financial performance for the assigned book of business. The role also acts as a key escalation contact for clients, consultants, and internal teams, while turning complex pharmacy benefit information into practical client strategy and guiding proactive renewal planning.

About the Organization

VytlOne is an independent, fully integrated pharmacy solutions partner serving hospitals, health systems, health centers, and employers nationwide. The company combines customized pharmacy management, 340B expertise, specialty pharmacy, and PBA/PBM solutions to improve revenue, growth, and outcomes through tailored partnerships.

Why Work Here

The organization emphasizes purpose-driven work, authenticity, collaboration, and meaningful impact. It operates with a One Team mindset across the United States and offers an environment where ideas are welcomed and career growth is supported.

Location

This role is remote and must be based within the Continental United States.

Client Retention and Renewal

• Own the successful and profitable renewal of assigned accounts, including strategy creation, coordination of internal resources, and negotiation with plan sponsors and benefits consultants.
• Prepare annual account plans that define goals, flag risks, document the approach, and guide execution.
• Spot retention risks early and escalate high-risk situations with clear recommendations.
• Ensure contract requirements are followed and renewals and amendments are completed on time.

Consultant and Broker Relationships

• Develop strong, peer-level relationships with national and regional consultants and brokers supporting the portfolio.
• Act as a main contact for consultant escalations and strategic discussions.
• Work with internal teams so consultants receive accurate performance data and relevant market intelligence promptly.
• Represent the company at consultant meetings and industry events when needed.

Financial and Performance Ownership

• Track and manage book-level profitability against financial targets and assigned thresholds.
• Identify growth opportunities through upselling, cross-selling, and expanding product adoption.
• Oversee tracking and reporting of client contract performance guarantees.
• Partner with Finance and Analytics to confirm billing accuracy, review account financials, and shape remediation plans.

Client Strategy and Execution

• Work with assigned SAEs to build annual pharmacy benefit performance reviews and strategic recommendations for each client.
• Advise clients on evolving plan design topics such as GLP-1 management, biosimilar adoption, formulary optimization, and specialty cost control.
• Collaborate with Marketing on revenue growth initiatives, client satisfaction efforts, and retention campaigns.

Team Leadership

• Directly manage SAEs and AEs by setting expectations, coaching regularly, and completing performance reviews.
• Hire, onboard, develop, and when needed discipline team members in line with company policy.
• Identify training needs and make sure staff receive appropriate education and development support.
• Create a collaborative, high-performing team environment aligned with company values.
• Keep the team informed on product changes, operational updates, and compliance obligations.

Compliance and Policy

• Follow the company’s Ethical Business Conduct policy and Compliance Program.
• Report any suspected wrongdoing quickly to the Compliance Department.
• Remain clear of exclusion under OIG and SAM Medicare/Medicaid lists.
• Complete all required training and ensure department staff complete theirs as well.

Education and Experience

A bachelor’s degree is required. An advanced degree such as an MBA, PharmD, or a health-related master’s degree is preferred, and relevant experience may support but does not replace the degree requirement for this level. The role calls for at least 7 years of progressive experience in pharmacy benefit management, health plan account management, or a closely related healthcare environment, including a minimum of 3 years in people management or team lead responsibilities. PBM industry experience is required, and experience with TPA, coalition, or self-funded employer accounts is strongly preferred.

Skills and Capabilities

The ideal candidate should understand PBM contracting, pricing models such as AWP, WAC, and pass-through arrangements, rebate structures, formulary design, and performance guarantees. Familiarity with mid-market employer channels, self-funded groups, health systems, TPAs, and coalitions is important, along with knowledge of pharmacy benefit compliance topics including CAA, state PBM laws, and NCPDP transmission standards. The role also requires strong relationship management, executive-level presentation ability, negotiation skill, CRM proficiency, excellent communication, and the ability to collaborate across clinical, operations, finance, and marketing teams.

Benefits

• Flexible, inclusive, and collaborative work culture.
• Mission-driven environment focused on better healthcare outcomes.
• Competitive compensation and a comprehensive health benefits package.
• Mental health and wellbeing resources.
• Nationwide Blue Cross Blue Shield PPO plan with an $850 individual annual medical deductible and $25 office visit copays, plus low biweekly premiums.
• Company-paid basic life/AD&D coverage, short-term disability, and long-term disability insurance.
• Prescription, dental, and vision coverage, plus other voluntary benefits and FSA options.
• Employer-matched 401(k) plan.
• Industry-leading PTO.
• Additional benefits and support beyond the items listed.

Additional Information

VytlOne is an equal opportunity employer, including disability and veterans.

Company Mission

Join a team focused on improving pharmacy care, strengthening financial results, and supporting healthier communities.